Customer Care Coordinator

Role Overview

• Manage high volume of incoming queries
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid and complete information
• Meet established team targets
• Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution
• Accurately track customer interactions to inform data analysis and evaluations
• Follow communication procedures and guidelines
• Take the extra mile to engage customers
• Filter customer queries to appropriate stakeholders and manage follow through and resolution.
• Provide coverage for colleagues as necessary.

Requirements

• At least two years of Customer Service experience
• Excellent writing skills
• Salesforce experience
• Previous experience working in Publishing
• Previous experience working in a remote environment

Benefits

• 401k with employer match
• Employee sponsored health, dental and vision insurance (Dental and Vision 100% employer paid)
• Paid Vacation, 11 public holidays and sick leave
• Parental leave
• Birthday and three winter holidays days off
• Short term and long term disability insurance
• 2 days paid time off for volunteering per year
• Fully remote work environment with stipend on joining for home office